End User Resource Specialist

The Opportunity:

CACI is seeking an End User Support Resource Specialist to join our team in Arlington VA. The End User Support Resource Specialist will support the delivery of end user services within a multi-facility region/complex managing dedicated on-site IT deskside personnel. This candidate will help to mentor a team of 14 IT deskside technicians who provide IT support to end users and end user hardware (laptops desktop VDI mobile devices printers etc.).

This position will occasionally serve as a direct interface to the DHS customer providing status on special projects (e.g. hardware refreshes) escalations and overall team performance. They are responsible for assisting techs with complicated tickets resolutions in a timely fashion and populated with the correct work details.

Responsibilities:

Support and engage with the CISA customer as needed to provide status on specific ticket escalations updates on Special Projects and meet any ad hoc user requests
Assist with monthly ticket audits on regional team ensuring tickets are routed correctly and populated following a standardized work detail format
Support in the creation of SOPs and training guides ensuring deskside Knowledge Repository is maintained with accurate information
Assist with new employee orientation
Ensure Tickets are assigned and evenly distributed across the team
Create and document fixes for newly identified problems as requested by the EUS Lead
Serve as the Internal escalation point for team members in order to validate escalating to Tier 3
Help mentor and train Tier 1 and 2 techs
Assist in conducting technician annual skills assessments
Offer coverage as surge support for 4 local customer sites during unplanned absences
Take the lead in the coordination of assigned projects i.e. software installs hardware refresh etc.
Assist with maintaining the accuracy of tracking Assets in designated tech sites
Provide the highest level of customer satisfaction working collaboratively with the customer to solve end user challenges and issues
Collaborate with other DSS CACI organizational entities (e.g. service desk EED) and external vendors to solve issues on the customers behalf.
Other duties as assigned by the EUS Manager



Qualifications:

Required:

Ability to obtain/maintain DHS EOD Suitability Clearance
5 years of previous experience supporting a federal client
3 years as a Senior Deskside Support Technician
Must possess experience as a leader and mentor in an end-user services environment.
Previous experience using ITSM tools for ticket and SLA tracking and reporting
Collaborative management approach to drive project / task success across multiple stakeholder organization
Positive attitude and strong communications skills
Prior experience working on customer site


Desired:

Familiarity with using ServiceNow
ITIL 4 Foundations

What You Can Expect:

A culture of integrity.

At CACI we place character and innovation at the center of everything we do. As a valued team member youll be part of a high-performing group dedicated to our customers missions and driven by a higher purpose to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. Youll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together we will advance our nations most critical missions build on our lengthy track record of business success and find opportunities to break new ground in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including but not limited to geographic location Federal Government contract labor categories and contract wage rates relevant prior work experience specific skills and competencies education and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI you will receive comprehensive benefits such as; healthcare wellness financial retirement family support continuing education and time off benefits.

The proposed salary range for this position is: